2024 Annual Report
Technology for
Social Justice
Infoxchange is a leading not-for-profit social enterprise that has been delivering technology for social justice for 35 years.
We tackle the biggest social challenges through the smart and creative use of technology. We work with community, government and corporate partners to solve issues around homelessness, family violence, mental health and disability, as well as supporting families, women and young people, and First Nations communities.
Our products and services are used by over 38,000 government and community services. We provide the right tools to improve efficiency and deliver greater impact. And through our work in digital inclusion and social innovation, we use technology to empower people experiencing disadvantage, driving social inclusion and creating stronger communities. We believe no one should be left behind in today’s digital world.
We are Australia and New Zealand’s leading not-for-profit dedicated to using technology to improve the lives of people experiencing disadvantage and the organisations that support them.
In the past year, we’re proud to have supported
People in need
Not–for–profit, community & government services
Worth of technology products and services were donated to not-for-profits
Message from our Chair and CEO
This year, we reflect on the remarkable resilience of the sector as it embraced new technologies and ways of working amid challenging conditions.
Our communities have been placed under immense pressure in the last year. With over 8 million searches for help – the highest on record – through Ask Izzy and our nationwide Service Directory, alongside a 30% increase in hardship-related searches, it is clear that community services have faced unprecedented demand.
The technology landscape is also evolving rapidly with an escalation of cyber-attacks on the sector and the adoption of new technologies such as generative artificial intelligence (AI) changing the way we work. Improving the use of data for measuring impact and evidence-based decision making has become a top priority, as noted in this year’s Digital Technology in the Not-For-Profit Sector Report.
Our dedicated teams have worked to respond to these challenges and lead digital transformation across the sector, supporting over 38,000 organisations in the last year alone through our products and services.
We have also been working closely with our partners to embrace the opportunities presented by AI, educating the sector and leading the development of guidelines on safe and responsible use.
Looking to the future we are bold and confident in our aspirations to further scale our impact to enable a thriving sector through the effective use of digital technology – with our vision of technology for social justice at the heart of everything we do.
We extend our heartfelt thanks to our staff, volunteers, and advisory group members for their hard work and dedication through a challenging but rewarding year.
We also express our gratitude to our customers and partners in the government, corporate, academic, and not-for-profit sectors. Your support and long-term strategic partnerships continue to play a vital role in helping us achieve impact at scale.
We are especially thankful to our Board members for their guidance and unwavering support. We said farewell this year to long-standing Board members Jo Fisher, Jon Bisset and Brenz Saunders, while we welcomed Martin Sheppard, Krithika Hansen and Vanessa Wolfe-Coote. Selena Small has also joined us as a Board Observer through the Observership Program.
As we reflect on a year of resilience, we acknowledge the strength of our First Nations people. Despite the referendum being voted down, we remain steadfast in our support for reconciliation and social justice for First Nations communities.
Thank you for your ongoing support.
community organisations were supported by our range of technology solutions
8 million searches across our national service directory
$182M
worth of technology products and services were donated to not-for-profits
Over 9,500 organisations visited the Digital Transformation Hub to access resources
client records on our client and case management system
Highlights for this year:
-
Over 38,000 community organisations were supported by our range of technology solutions, which includes managed IT services, client and case management, donated technology, service directory and referral solutions.
-
$182 million worth of technology products and services were donated to not-for-profits through our Connecting Up and TechSoup New Zealand platforms.
-
Our client and case management system was used by over 5,800 organisations with 8.9 million client records.
-
Over 485,000 electronic referrals were sent for people needing support during the year.
-
Our team maintained over 450,000 services listed on Ask Izzy and our service directory.
-
Over 9,500 organisations visited the Digital Transformation Hub during the year to access essential resources to build their digital capability.
-
We hosted 275 attendees at our Technology for Social Justice Conference.
Our strategic focus
For 35 years, Infoxchange has delivered on our vision of technology for social justice.
Our mission is to strengthen communities using technology to create positive social change. We aim to scale our impact by supporting the for-purpose sector to better serve people in need and disrupt disadvantage through cross-sector collaborations leveraging our products, data and expertise.
Our social objectives
Digital empowerment
Support people experiencing disadvantage to improve their lives through the use of technology.
Collaborative impact
Leverage our products, services and data expertise in cross-sector collaborations to improve outcomes for people experiencing disadvantage.
Sector capability
Build the capability of the for-purpose sector to have greater impact in their communities through the use of technology.
Our core beneficiaries
- Community organisations
- Help-seekers
- Government
What we do
We collaborate with the for-purpose sector, government, technology and corporate partners, as well as our community and team members, to create and implement a cohesive portfolio of products, services, and advisory solutions. Our goal is to strengthen communities through the effective use of digital technology and data.
- Community
- Government
- Partners
- Funders/Donors
- Employees & Volunteers
Our focus areas
Our products, services and partnerships support a broad range of people experiencing disadvantage. We focus our efforts on:
People experiencing housing stress or homelessness
Women, youth and families
Mental health
People with a disability
Disaster relief and recovery
Our “top five” priority framework
#1
Scaling our impact
Forge new partnerships by delivering on our product roadmaps, and establishing sustainable funding models to meet the evolving needs of the for-purpose sector, particularly in data, AI, and cyber security.
#2
Customer focus
Empower customer success through innovation, exceptional service, and adaptive solutions that meet their evolving needs. By fostering advocacy, partnerships, and a customer-centric culture, Infoxchange strives to become an indispensable partner in driving positive social change.
#3
Healthy culture
Be a learning organisation that empowers employees to grow and innovate, fostering a culture of continuous learning and holistic wellbeing and enabling our teams to fulfil Infoxchange’s mission.
#4
Working smarter
Maximise our efficiencies by streamlining our processes, leveraging our tools and sharing our knowledge across the organisation. By working smarter, we will achieve more, increase effectiveness and create a culture of innovation and collaboration.
#5
Surplus for Purpose
Build the financially sustainable practices that fuel our mission, expand our impact, and drive long-term social change.
Using technology to empower people & communities
Disrupting disadvantage
The pressure facing vulnerable people and communities this year has been at record levels. This has tested the mettle of our sector and required determination and fortitude from organisations to deliver their missions whilst adapting to rapidly changing technology environments around them.
Ask Izzy logged a record high of 4.5 million searches for local social support and hardship services. Foodbank’s 2024 Hunger Report found that 3.4 million Australian households are experiencing food insecurity, including 2 million who are experiencing “severe” food insecurity. Publicis Sapient’s Digital Citizen Report 2024 saw an 85% jump in the number of Australians experiencing financial hardship over the past year. Mission Australia reported that more than 220,000 households are on the waiting list for social housing.
As the costs-of-living soared, NFPs grappled with rising demand and costs for services within resource constraints. The fast-evolving landscape of digital threats created a pressure-cooker environment that community organisations have been forced to operate within.
The pressure facing vulnerable people and communities this year has been at record levels.
%
the increase in number of Australians experiencing financial hardship
1 in 4 Australians are digitally excluded
1 in 6 children live below the poverty line4
households on waiting list for social housing
Australian households are experiencing food insecurity
Ask Izzy and the service directory serving people in need
by Amodha Ratnayeke, Product Manager, Directory & Referral
Infoxchange’s service directory is a dynamic database of 450,000+ health, community and welfare service listings across Australia and is maintained by our dedicated directory team.
Our team provides interfaces to our directory for our customers, who include federal, state and territory governments, local councils, corporate partners and numerous community organisations.
Our service directory powers Ask Izzy, helping people in need across the community access critical support services.
The data from the directory offers unique insights into service demand and community hardship down to a state, city or suburb level. This year, we generated monthly service directory data and insights for the sector.
Connecting Australian communities:
In the past year:
searches across our service directory
%
of searches came from our website Ask Izzy
service listings now feature on our service directory
Top 5 category searches
%
Food
%
Housing
%
Mental health & wellbeing
%
Financial assistance
%
Practical assistance and support services
Top 5 demographics of users seeking housing support via Ask Izzy
%
Mental ill health/emotional difficulties
%
Families with children
%
Those escaping family violence
%
First Nations
%
Has a disability
Demographic snapshot
Age
- 0-17 5%
- 18-26 23%
- 27-39 37%
- 40-54 25%
- 55-64 6%
- 65+ 3%
Gender
62%
Female
33%
Male
2%
Trans/gender diverse
Location
%
NSW
%
VIC
%
QLD
%
WA
%
SA
%
TAS
%
NT
%
ACT
Ask Izzy: helping our most vulnerable access support faster
Ask Izzy is Infoxchange’s public website providing user-friendly access to our nationwide service directory. The website connects people in need with relevant and local housing, food relief, financial aid, family violence support, counselling and much more. It’s free and anonymous to use and, thanks to our partners at Telstra and Vodafone, can be accessed without credit or access to Wi-Fi.
The 100% Australian-based Ask Izzy team has continued to maintain and improve the site. We continue to work with corporate and government partnership and ensure Ask Izzy remains available to vulnerable Australians. We were delighted to have Ask Izzy partake in the Lord Mayor’s Charitable Foundation inaugural “Give Melbourne” fundraiser and thank all who donated.
Frontline volunteers, service providers, government agencies and corporate call centres love Ask Izzy for the fast and relevant support it can provide their customers and people they support. This year, to provide additional service to corporate call centre workers, we have created and delivered a hardship training program, “Ask Izzy Connect”, to help workers identify and support their customers who may be experiencing hardship.
“This is a wonderful, discrete resource, helping us educate the community and provide support options for our vulnerable community. Thank you.”
Sarah, Eastern Health
Thank you again to our media partner, oOh!media for their ongoing in-kind support to promote Ask Izzy across their national out-of-home advertising network.
“Asking for help can feel degrading,”
Tina* and her dog Sandy were struggling. Tina didn’t know where her next meal was coming from – and neither of them had a safe place to sleep that night.
Through the wellbeing team at Aboriginal Housing Victoria, Tina was introduced to Ask Izzy. This easily-accessible tool allowed Tina to find emergency assistance for her and her dog, giving back her agency and independence to seek her own support.
“Asking for help can feel degrading,” Tina shared. “With Ask Izzy, I’m in control and I have more options. If I didn’t have these resources, I doubt I would ring anyone and ask.”
“We’re using it everyday”
The well-being team at Aboriginal Housing Victoria (AHV), Ask Izzy plays a pivotal role in supporting their clients during times of crisis. With a focus on providing emergency assistance and fostering long-term wellbeing, they have witnessed firsthand the impact of Ask Izzy in empowering their clients to access vital support services.
With some staff having worked at AHV long before the inception of Ask Izzy, they have seen a significant shift in the way they approach their role since incorporating the platform into their toolkit. Ask Izzy serves as a valuable resource for the well-being team, offering a comprehensive database of local support services tailored to the specific needs of their clients.
The well-being team uses Ask Izzy daily, leveraging its user-friendly interface to identify available resources in the community and connect clients with the assistance they require.
“We’re using it every day because it’s often a starting point to see what services are available in the area. It’s easy to share with our clients.”
Using technology
to strengthen
our sector
A pivotal moment for technology and the NFP sector
by Alison Ramsay , Chief Technology Officer
It’s an incredibly exciting time to be in the world of technology and social impact. As we look toward the future, the convergence of emerging technologies like AI, data automation and cloud computing is unlocking unprecedented opportunities for NFPs and the communities they serve.
Over 38,000 NFPs, community and government services were supported by Infoxchange in the last year across our products, programs and IT support. Our 2024 Digital Technology in the Not-for- Profit Sector Report paints a picture of a sector increasingly embracing and leveraging technology to generate more impact, such as the adoption of AI tools and a renewed focus on improving cyber security and data systems. While much work remains to build adequate use of technology across the sector, it’s encouraging to see more organisations understand the important role it plays in achieving their missions.
At Infoxchange, we find ourselves at an inspiring point in our journey where our (hard-fought) investment in future-proofing our tech stack is aligning with broader innovations. This moment provides a platform for growth and operational excellence that will drive long-term value for the partners we collaborate with and NFPs we serve.
The cyber threat landscape is evolving rapidly, and we are adapting to meet these challenges head-on. With AI-powered threats making scams more sophisticated, the need for advanced cyber security measures is more pressing than ever. A recent initiative has focused on upgrading our endpoint protection across all device types, which has provided an opportunity to leverage our experiences to help
customers navigate similar challenges. This proactive approach is not just about safeguarding Infoxchange but also ensuring that our customers are equipped to withstand an increasingly hostile environment. With no specific government cyber security mandates for the NFP sector, we are leading the charge in this space, bridging critical gaps and offering guidance where it’s needed most.
“Our approach to data is undergoing a complete transformation.”
Historically, we relied on APIs and Business Intelligence reports to serve customers, but these solutions have proven limited and costly. This year, we are launching a new data warehouse product designed to deliver cost-effective, secure, and comprehensive access to data. This platform empowers customers to integrate their own reporting tools, or benefit from a suite of built-in dashboards. Additionally, our work on automating funder and service reporting through a new data lake will enable us to provide actionable insights, helping to shape policy and improve service delivery across sectors.
Our partnership with Amazon Web Services has been transformative, providing stability and scalability through their shared responsibility model. By embracing serverless technologies and modern development frameworks, we are ensuring our platforms remain agile and scalable. In tandem with these improvements, we are exploring AI use cases and gearing up for a series of hackathons to drive innovation. As we continue to refine our technology stack, we are setting the stage for future generations of products that will meet the evolving needs of our customers.
Infoxchange is here to lead the sector through this period of unprecedented technological growth, ensuring that our communities and stakeholders can be more resilient, supported safely and in fact, more effective than ever before.
One stop shop for digital transformation
by Marcus Harvey, Manager, Digital Transformation Hub
Infoxchange’s Digital Transformation Hub is the learning platform helping NFPs go through digital transformation journeys and accelerate their impact without the traditionally high price tag of tech (or any at all).
Over 29,000 organisations have been helped by the Digital Transformation Hub since its inception in 2021. Three years later, our team has continued to update the hub with essential resources, training and guides across the realms of cyber security, digital marketing, data and artificial intelligence.
This year, we launched our Data Toolkit – a resource providing tips, tools, webinars and guides on data transformation. We also launched the Cyber Safe Hub featuring webinars and self-paced learning to better protect individuals from increasingly complex cyber scams.
organisations visited the Digital Transformation Hub during the year to access essential resources to build their digital capability.
26% increase in digital skills reported by the NFPs that accessed our webinar and self-paced learning programs
organisations have accessed the hub since its inception in 2021
Partners who support the hub with resources and expertise include:
GDI
PRF
microsoft
okta
Tech for good institute
bennterstart
Digital purpose
Griffith
our commnunity
Melbourne Uni
PG
PN digital
pwc
refuel
techsoup
tek foundation
thriving queensland kids
Lord Mayor's Charitable Fund launches the For Purpose Impact Accelerator Hub
We joined the Lord Mayor’s Charitable Foundation (LMCF) to launch the For Purpose Impact Accelerator Hub – a place where for-purpose leaders, innovators, social enterprises, research partners and philanthropic supporters can gather together to collaborate on shared visions.
The accelerator hub sits opposite Queen Victoria Market and inside Melbourne’s Innovation Precinct for for-purpose and not-for-profit organisations and leaders.
David Spriggs, CEO, Infoxchange and Catherine Brown, (former) CEO, Lord Mayor’s Charitable Foundation onsite during construction of the For Purpose Impact Accelerator Hub.
Impact through client & case management
By Faraz Rameshni, Head of CCM Services
Our enterprise client and case management (CCM) systems, including our Specialist Homelessness Information Platform (SHIP) and Service Record System (SRS) are 100% Australian-built, owned and operated and have been used by frontline services across the country to help hundreds of thousands of people in need this past year.
Our CCM systems help organisations manage and measure their program performance and client outcomes, and simplify the process of complying with requirements from funders. Our technology has helped more than 5,800 community, not-for-profit and government services and organisations in the last financial year.
As organisations face more challenging technology environments with ever-changing risks and threats, having systems that enable sensitive client information to be safely and securely recorded in one place is essential.
The CCM Professional Services team have worked hard during a period of significant economic and organisational change to maintain existing clients and onboard new clients with tailored and optimised digital tools for frontline workers.
New features in the pipeline for our CCM customers include a Data Warehouse for secure access to all CCM data and enhanced Identity and Access Management (IAM) – with Single Sign-On (SSO) and Multi-Factor Authentication (MFA) – to ensure a more secure and seamless user experience.
client records on our client and case management system
485,000 electronic referrals sent for people in need
organisations used our CCM
“Some of the key benefits for us include having better collaborative sharing of information, increased staff productivity who can focus more on delivering better outcomes with clients, improving decision-making and external reporting capability.“
– Garry, Database Officer, Uniting Country SA
Top five service areas & customer spread:
Housing & homelessness
Women, youth & families
Indigenous communities
Disability
Mental health
Key partnerships
act
Australian Gov - Health and welfare
Poer of humanity
berry
**department of communities
launch
nsw
queesnland goverment
scared heart
vaccho
vic gov
vincent care
wesley mission
IT services for the community sector
By Madonnah Webb, Head of ITS
Our IT Services team have been keeping busy this year helping customers from over 200 organisations uplift their technology operations across the sector. Frontline services have been facing heavy pressure responding to increased service demand with often smaller budgets, so it’s crucial that technology helps minimise workloads while amplifying impact.
“We consistently improve the cyber security protections of our customers. We’re now well progressed into our cyber security uplift program, helping organisations protect the sensitive information of the vulnerable communities they support.”
Madonnah Webb, Head of ITS, Infoxchange
Our staff helped organise and set up technology systems, reviewing these systems and determining our customer needs. We focused on providing secure Microsoft 365 environments, protecting networks, laptops and emails, managed system accesses and licenses and took care of phones and audio and visual office equipment
Rather than our customers managing complex technology, our IT Services teams ensured all internet network systems were working smoothly and staff could work productively.
“Beyond the efficiencies gained through our partnership with Infoxchange, their recent security uplift initiative solidified our decision to renew our partnership.”
– Stephanie, Youth Insearch Foundation
Stephanie continued “… their dedication to our organisation’s security and success makes them a trustworthy and invaluable partner that we wholeheartedly recommend to any not-for-profit. We are immensely grateful for their expertise, value and unwavering support.”
IT service requests managed
Over 20,000 hours of tech support delivered
First Nations organisations engaged
Discounted and donated technology for the sector
By Pankaj Chhalotre, Head of Connecting Up
Our network of technology partners expanded again this year with the welcoming of several new vendors to our program including Zoho, Zeller, VisitUs and MinuteMe. Over 70 technology partners are now supporting more than 35,000 Australasian NFPs to lower their digital technology cost.
This year we hit a major milestone for the program, reaching a billion dollars in technology savings for the sector since the program started.
of savings for our members
Over $180 million of discounts, and donated services and products provided across the last year.
NFP members access best-in-market prices on cloud-based products, hardware, software and training
Key partnerships
techsoup
adobe
asana
aws
bitdefender
cisco
manage engine
microsoft
myob
norton
ab
team viewer
wix
zoom
Insights
for impact
Data catalyst network
by Dr Kristen Moeller-Saxone, Data Capability Lead, Digital Transformation Hub
Our second year of the Data Catalyst Network (DCN), an initiative made possible thanks to the support of the Paul Ramsay Foundation, saw great progress in uplifting the data capability of the NFP sector. The network brings together data-driven NFPs, government representatives and academics to make better use of data to break cycles of disadvantage.
This year:
- The network has doubled, with 200 participants in the Community of Practice including Tangentyere Council, Mission Australia, Ability Enterprises, Casey North Community Information & Support Service, Monash University – Dept Human-Centred Computing and more
- 70+ organisations participate in the network
- The Data Toolkit was launched
This year, the network has doubled in size
200 participants in the Community of Practice
participating organisations involved in the network
Collaboration for data innovation
Our three DCN working groups across Victoria, South Australia and Queensland have produced data projects that advance NFP sector data capabilities to help address disadvantage. In Victoria, the Melbourne Institute project analysed employment data that will help support disadvantaged young people to get better jobs and identify local labour market opportunities. In South Australia, with the help of the University of Adelaide BEBOLD dataset, new findings on what helps children to make good transitions into school were developed. And in Brisbane, the working group co-designed a Place-based Data Framework for better measurement and decision-making. To access the Place-based Data Framework, visit our Data Toolkit via the QR code on this page.
First steps towards data maturity
This year, we expanded the focus of the DCN to include a repository of resources for NFP organisations who are earlier in their data maturity journey, providing steps on how to start, access data ethics tools, set up strong data frameworks, and implement policies and data plans to help accelerate impact.
Community advisory group
Our Community Advisory Group (CAG) were critical to our work this year, providing a voice of lived experience from diverse backgrounds, representing the wider community we aim to support. As well as advice on inclusive design for our products and services, members of our CAG featured as panelists at our 2024 Technology for Social Justice Conference, joined our Reconciliation Working Group and featured in our press releases.
Thank you to our CAG members: Vicky Vacondios, Brendon Donohue, Elvis Martin, Jo Szczepanska, Nikki Simos, Simon Vallone and Tameika Facey.
Special thank you to CAG member Vicky for helping us spread the word about our GIVE Melbourne fundraiser with her page 2 feature in the Herald Sun (read more about the GIVE Melbourne campaign on page 16).
“I was stuck in a vicious cycle and I think Ask Izzy would have saved me so many years. It’s an incredible service.”
Vicky, CAG Group
Highlights from 2024
Driving sector-wide conversations on technology for social justice
Highlights from a year of advocacy
Sector forums
- We continue to lead the Australian Digital Inclusion Alliance (ADIA) with the ongoing support of Google and Telstra, a shared initiative with over 500 business, government, academic and community organisations working together to accelerate action on digital inclusion. This year we focused on topics including First Nations digital inclusion and the intersection between Artificial Intelligence and digital intelligence.
- Our CEO David Spriggs is Co-Chair of the Community Council for Australia’s Digital Leaders Network, facilitating high-level peer discussion on the digital and technology issues affecting charities and NFPs.
- We were part of the Engagement Allies for the development of the Federal Government’s NFP Sector Blueprint and actively contributed to the development of the digital technology and data streams.
- Our CEO David Spriggs joined Regulators Day 2024, an annual conference from the Australian Charities and Not-for-Profits Commission as a speaker on privacy and cyber security.
- We participated in a Microsoft-hosted roundtable on artificial intelligence with other NFP leaders, sharing research on NFP sector AI adoption from our Digital Technology in the Not-for-Profit Sector Report.
- Data Lead Dr Kristen Moeller-Saxone and CTO Alison Ramsay joined the Amazon Web Services (AWS) IMAGINE event to speak on technology for impact.
- We provided workshops on technology to prevent homelessness with the Lord Mayor’s Charitable Foundation to demonstrate how Ask Izzy provides access to early intervention services that can help prevent homelessness.
Infoxchange in the news
Our Strategic Comms and Partnerships team worked to spread our stories into local and international news media.
Reporters from News Corp Australia, Guardian, ABC News, Tech in Asia, AI Business, the Asian Development Bank, the Asian Venture Philanthropy Network, Third Sector, Our Community, Tech Republic, The Educator and Triple R Radio covered our work this year.
Awards
AUSTRALIAN INFORMATION INDUSTRY ASSOCIATION (AIIA) MERIT RECIPIENT
- Our client, the Victorian Aboriginal Community Controlled Health Organisation (VACCHO) became a Merit Recipient in the Not-for-Profit and Community Category at the Victorian iAwards by AIIA for their work on “Wominjeka” – a culturally inclusive and tailored digital case management system using Infoxchange’s CCM that improves service delivery for diverse First Nations Communities and First Nations data security and sovereignty.
- It is estimated that the CCM will save up to 36,000 hours for every 100 full-time workers per year.
VICTORIAN PREMIER’S DESIGN AWARDS
- Infoxchange was delighted to partner with Thriving Communities Partnership on the One Stop One Story Hub, which won the Victorian Premier’s Design Awards in the Service Design Category.
- The hub is a world-first, cross-sector digital platform making it easier for people experiencing vulnerability to connect to support programs they’re entitled to across the community sector.
Technology for Social Justice Conference 2024
by Bede Eagle, Head of Marketing & Communications and Conference Lead
The conference was a major highlight of the year offering enormous value for our attendees and sponsors. While celebrating its 20th anniversary, we decided this year was the perfect timing to refresh the brand, renaming the Connecting Up Conference to the Technology for Social Justice Conference, which calls out more directly the current intention and direction of the event.
We were joined by esteemed technology experts from across government, technology corporates and leading not-for-profits, focusing on challenges, opportunities and case studies of success. Attendees left three days of value packed sessions feeling inspired with tangible solutions for their organisations.
More than 27505 people participated in the conference at the state-of-the-art Telstra Customer Insight Centre through our Telstra partnership, a venue that was celebrated for its atmosphere, and consideration for diverse needs including disability and neurodiversity.
In the evening, we celebrated our esteemed Digital Technology in the Not-for-Profit Sector Awards, gathering together to recognise the great work of organisations in our sector in a highly competitive award proceeding. Day two featured highly valuable masterclasses covering three key topics: cyber security, data transformation, and digital marketing. AI was a major focus on these sessions. Day three featured a half day masterclass on AI thanks to our premium sponsor, Microsoft.
Enhanced attendee engagement with spaces accommodating diverse needs including neurodiversity and disability.
“The calibre of the speakers … was outstanding. It was obvious all of the hard work and planning that had gone into making every session interesting and relevant. Well done! The venue was also perfect. I would definitely attend again.”
%
of delegates had their expectations exceeded
250 trees planted for attendees
%
95% delegates said the ticket value was good or excellent value
Net promoter score of 57 (above 50 is excellent)
Digital Technology in the Not-For-Profit Sector Report
In its ninth edition, the report provides a benchmark for all NFPs to ensure they are making the most effective use of technology to achieve their mission. The report also provides us with vital references and research on the sector to advocate for more support for improving digital capabilities.
We’ve seen great strides in technology adoption since last year’s report, largely driven by the introduction of AI tools. Cyber continues to be a major threat for NFPs, and we saw budget limitations and rising operating costs as creating further strain on the work of NFPs.
%
of organisations agree that their staff are satisfied or better with how they use technology
1 in 2 organisations don’t have multi-factor authentication for all internet-facing info systems holding sensitive information
%
of organisations don’t have a system that allows them to effectively understand the impact of their services
76% of organisations report that staff are using generative or conversational AI tools (a rise of 52% from last year)
%
of NFPs rank data and reporting for evidence-based decision-making as their top technology priority (up from 17% last year)
Our
people
Culture at Infoxchange
A little more about us:
%
live with a disability or chronic illness
%
identify as neurodiverse
%
born outside of Australia
%
are fluent in a language other than English
%
identify as Aboriginal or Torres Strait Islander
Our favourite ways to de-stress:
%
Time in nature
%
Exercise
%
Watching movies
%
Time with family
Soccer, swimming & tennis are the top three sports played
Fun facts
13% think coriander taste like soap
48% wear a smart tech device
54% say ChatGPT is
their preferred AI tool
Building a resilient, inclusive and healthy culture
by Kate Hickman, Chief People Officer
This year, a period of economic strain put pressure on communities across the country and our people and volunteers were not immune to this. The People and Culture team worked to activate programs that supported our teams and maintained our inspired work culture, such as our new well-being program with our partner Sonder.
Employee engagement remains a strong suit for Infoxchange, with an impressive score of 80%, and 86% participation in the latest survey. Our organisation continues to shine in areas such as social connection, psychological safety and inclusion, management, health and wellbeing, and work and life blend.
%
Employee engagement remains strong with an impressive score of 80%.
86% of employees participated in our latest engagement survey.
%
We have reduced the average total remuneration gender pay gap to 7.3% and the median to 6.6%, with a median base salary gap of just 2.9%.
The company has seen a reduction in voluntary attrition, with the notable return of former employees, affectionately known as “boomerangs”.
This period of change has also marked a significant increase in internal promotions and movements.
These developments reflect Infoxchange’s dedication to fostering a supportive and progressive work environment, where every team member can thrive and contribute to our mission and the community sector.
Our values
Commitment
Inclusion
collaboration
innovation
Accountability
Executive leadership team
Infoxchange is led by dedicated professionals passionate about using technology to drive social change and foster stronger communities.
2023-2024 Executive leadership team (left to right):
- Alison Ramsay:
Chief Technology Officer - Tomer Ginel:
Chief Financial Officer - David Spriggs:
Chief Executive Officer - Kate Hickman:
Chief People Officer - Jo Davies:
Chief Operating Officer
Welcome to our new COO Jo Davies!
Jo is an inspiring and accomplished executive who brings to Infoxchange a wealth of experience and versatile skill set. Over the course of her 30+ year career in ICT, she has led teams large and small, and has held accountability for complex and critical technology solutions through the complete lifecycle. Jo has served customers in a variety of industries and speaks passionately about enabling positive outcomes using technology. She was delighted to join the Infoxchange leadership team, drawn to our vision of technology for social justice.
Our board
The Infoxchange Board is comprised of a diverse group of leaders with extensive national and international experience and expertise across community, business and government sectors.
Elana Rubin AM
Chair
Elana has over 20 years’ experience as a non-executive company director across diverse sectors. Her career reflects a deep understanding of corporate social license to operate and a commitment to diversity, social equity and participation. Elana is currently a director of listed companies Dexus and Telstra. She is also Chair of Victorian Managed Insurance Authority and the Australian Business Growth Fund, a member of the Reserve Bank of Australia, and a director of several unlisted entities. Previous board roles covered the property, financial services, insurance, infrastructure, innovation, public policy, professional services and NFP sectors. Elana received a Member of the Order of Australia in 2021 for services to corporate governance and community and was granted a Life Fellow by the AICD in 2022.
Linda O’Brien
Deputy Chair
Linda is a senior executive, Board director and consultant who has successfully delivered operational, transformational and strategic initiatives within the academic and community sectors. Professor O’Brien brings a unique breadth and depth of experience to her roles. Her passion is to unlock the power of data to create public value, in research and education and across government and the community sectors, driving innovation, productivity improvements and improved policy outcomes.
Martin Sheppard
Director
Martin is the National Chairman of KPMG Australia with responsibility for the firm’s overall governance and strategic positioning and member of KPMG’s Global and Asia Pacific boards. Prior to becoming National Chairman, Martin served on KPMG Australia’s National Executive Committee and has worked across the firm’s audit, transaction services and advisory practices. Martin also has listed company executive experience, serving as CEO and Managing Director of Spotless Group Ltd. Martin is a fellow of the Institute of Chartered Accountants Australia.
Vanessa Wolfe-Coote
Director
Vanessa brings over 20 years’ experience as a senior leader and advisor across the public, private and NFP sectors. Currently VP of NSW Public Sector and Healthcare at Capgemini Invent, she has previously been a Partner at KPMG and founding member and VP at Boston Consulting Group (BCG) Digital Ventures in APAC. Vanessa is passionate about how responsible uses of digital, data and emerging technologies can empower people and communities.
Katherine Boiciuc
Director
Katherine Boiciuc (KB) is the EY Chief Technology and Innovation Officer for the Oceania region. KB has led global teams and Telstra and more recently has been advising Australia’s next generation of CTOs as a Director at Maximus. She sits on the board of NSW Bureau of Health Information. KB holds an MBA and Master of Leadership from Deakin University, is a graduate from of the London Business School where she studied Managing the Company of the Future, and is an accredited Futurist with the Institute for the Future in California.
Carol Austin
Director
Carol is an experienced investment professional with a strong interest in public policy and social justice. She is currently Chair of Housing Australia and a Director of State Super and the Grattan Institute. Carol has served on the Future Fund board and several advisory boards. She is a Fellow of the Australian Institute of Company Directors and a member of Chief Executive Women.
Amy Orange
Director
Amy is the Co-Founder of Collab4Good, Social Procurement Lead at Social Traders and Principal of Fourth Sector Solutions. Amy uses her experience and expertise from more than 12 years in the not-for-profit community services and social enterprise sectors to develop sustainable, impact-driven business models and strengthen ecosystems to align people, planet and profit for a better world. Amy holds an MBA and was recognised in 2018 as one of the InDaily Top 40 Under 40 business leaders in South Australia.
Partha Nag
Director and Chair of Finance and Risk Committee
Partha joined the Infoxchange Board in 2014 and is Chair of the Finance Committee. He has more than 17 years’ experience in senior executive roles, corporate governance and risk management. He is currently Executive Director of Strategic Business Alliance and has also served as a board member for various other NFP organisations.
Finance &
sustainability
Building financial resilience
by Tomer Ginel: Chief Financial Officer
Despite these challenges, revenue increased by nearly 18% to $37.1 million. We attribute this success to the unwavering support of our customers and partners across government, philanthropy, corporate and NFP sectors, enabling us to scale our social impact and drive digital transformation for community organisations.
We successfully delivered large-scale digital transformation projects, such as the refresh and enhancement of technical and digital capabilities for Aboriginal Land Councils across New South Wales, a multimillion-dollar initiative successfully completed during the year.
During a cost of living crisis, generous in-kind support from corporate partners, valued at nearly $4 million, was crucial in building nationwide awareness of the service Infoxchange’s Ask Izzy provides to those seeking support.
Long-term support from corporate partners in the form of grants and donations has been pivotal in fostering digital inclusiveness in Australia and across the Asia Pacific region.
Strategic reinvestment of our accumulated surpluses in prior years positioned us for success this year and allowed us to continue to reinvent the way we deliver social impact and innovate to solve key pain points in the sector and the community at large.
The financial challenges encountered by the sector this year highlighted the critical role of adaptability in building financial resilience and emphasised the necessity for a Surplus for Purpose.
Infoxchange’s leadership introduced new strategic priorities for the 2023/2024 financial year to navigate the difficult economic landscape and fortify our financial robustness. These strategies encompassed adaptive planning, cost rationalisation, revenue diversification, and structural evaluations.
Thanks to the support of our customers, employees, volunteers and partners, we achieved a remarkable operating surplus improvement of $4 million from a deficit of over $2 million to an operating surplus of nearly $2 million, which helped in strengthening our financial resilience.
Remaining financially resilient requires that we continue to deliver a Surplus for Purpose that will enable us to continue to reinvest in our products, services, customers, partners and employees, and scale our social impact sustainably as we continue to follow our purpose of Technology for Social Justice.
Our team’s dedication and resilience were instrumental in successfully implementing these strategic priorities.
We are fortunate and proud to have such a passionate and dedicated team, whose contributions have laid strong foundations for financial year 2024/2025, allowing us to continue to scale our social impact sustainably.
A summary of key financial metrics is provided on the following pages. The Infoxchange audited accounts were audited by BG Assurance Pty Ltd, and a full copy of the audited financial statements is available upon request and through the Australian Charities and Not-for-profits Commission (ACNC).
%
Increase in income since 2019
$5.6M
(18%) income increase in the last year
Climate action at Infoxchange
Our refurbishing partner is PonyUp for Good, a certified social enterprise providing a sustainable collection of decommissioned technology, secure data erasure and re-marketing across Australia. PonyUp donates 50% of its profits to our friends at SecondBite, a charity that rescues many tonnes of fresh food each year and redistributes it to food programs nationally.
As a part of our Asia Pacific Digital Transformation Program, supported by Google.org and the Asian Development Bank, we provided intensive coaching and consulting on digital transformation to 15 organisations specifically working to combat climate change and sustain the environment. By helping them accelerate their digital capabilities, they’re able to work more efficiently for their sustainability mission.
Deep roots in sustainability
Tree02 is a tree-tracking technology that provides transparency, accountability and motivation for the custodianship of forests by the farmers who plant them. Tree02 was led by Andrew Mahar founder and former Executive Director of Infoxchange.
In partnership with Tree02, Infoxchange has planted 382 trees this year: 132 trees recognising the major milestones of service reached by our team members (a tree for every year), and for every ticket sold at our Technology for Social Justice Conference, we planted a tree with Tree02, adding an additional 250 trees to our forest.
of CO2 emissions saved this year through carbon offsetting program with Gold Standard
10 tonnes of refurbished hardware diverted from landfill provided to the not-for-profit sector this year (226 tonnes since 2014)
Infoxchange has been carbon neutral since 2018
1026 total trees planted in the Infoxchange Forest
Our sustainability partners:
Thank you
Thank you to all our incredible partners and supporters who have worked with us this year to achieve positive social change through the innovative and creative use of technology.
accan
aws
acoss
act
adia
Au gov health
power of humanity
big issue
cbb
cca
CBA
ceda
chp
cisco
city of mel
yarra
cyber power
digital health crc
AU Gov social
gandel
Gdi
griffith
gov SA
gov west Austaralia
holding redlich
K&L gates
launch
lifeline
lord
mel uni
microsoft
msia
myob
nab
news
nsw
okta
on board
ooh
orange sky
qut qld university of tech
PRF
pwc
Queensland Gov
REA group
Scared heart
shared value
Tech for good
techsoup
tech impact
telstra
telstra foundation
thriving communities
thriving qld kids
tpg
VACCHO
victoria
vicentcare
wesley
Download the full report & summary of our financial statements
Acknowledgement of Country
We’re based on the lands of the Wurundjeri, Kaurna and Turrbal peoples, the traditional custodians of the land, waters and knowledge for this place, where we gather to collaborate and strengthen communities. In our work, we recognise the importance of Country – not just as a place, but how it also maintains community, family, kin, lore and language.
We pay our respects to Elders past and present. This always was, always will be Aboriginal land.
We support the Uluru Statement from the Heart.
This original artwork was designed for Infoxchange by Marcus Lee, a proud Aboriginal descendant of the Karajarri people of Western Australia.
Contact us:
+61 3 9418 7400
info@infoxchange.org
www.infoxchange.org
Infoxchange is 100% carbon neutral.
Printed by Printing with Purpose, an Indigenous female-owned and operated social enterprise.